- First point of contact to respond to queries from AIA's Business Users/Vendors and to provide solutions based on existing knowledge base/Admin guide.
- Cross Functional Team Collaboration as when and required.
- Responsible for interacting with Business Users/Vendors on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
- Provide and Act as the first line of support in accordance to agreed SLA.
- Collaborate with team members and stakeholders to establish Business needs.
- Responsible for communicating with Business Users/Vendors to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
- Perform investigation and diagnosis of incidents with references to existing Knowledge Base/ Problem Management / list of known errors.
- Provide solutions or workarounds to Business Users to resolve tickets within stipulated Service Level Agreement (SLA).
- Resolve escalated issue by providing guidance and resolution with collaboration of stakeholders.
- Responsible to generate and provide daily reporting to required stakeholders including ad hoc reports.
- Manage all supporting task and provide more efficient, timely and accurate information to users and as required by management on supported tickets.
- Highlight and escalate recurring Incidents which are similar in nature.
- Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
- Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
- Proactively follow up with outstanding Incidents and Service Requests towards closure
- Initiate improvement tasks whenever necessary.
- Achieve audit compliance for team activities & deliverables.
- Ability to organize and prioritize teamwork effectively.
- Bachelor's degree in IT or other relevant discipline with CGPA 3.25 and above.
- Fresh graduates are encouraged to apply.
- Working experience in Service Hub or Service Desk Operation is good to have.
- Experience in ETL support background is advantage.
- Experience using / knowledge of ITSM tools (i.e. Ticketing Tools).
- Good English communication and writing skills.
- Proficient in MS Office.
- Good presentation skills.
- Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
- Ability to diagnose and resolve basic technical issues.
- Resourceful, independent and result oriented.
- A good team player, keen to learn and proactive.
- Ability to work independently in a 24/7 environment with minimal supervision.
Service Desk Analyst - Malaysia, Kuala Lumpur - AIA Digital+
Description
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
As pioneering innovators for over 100 years, we're now transforming our organization to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.
To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.
If you believe in developing a better tomorrow, read on.
WE ARE LOOKING FOR ...
Role Objective:
Job Responsibilities:
Job Requirements:
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.